Amazon promised delivery refund in writing, now calls it "wrong promise" after I paid extra
TL;DR: Amazon charged ₹236 delivery on a ₹2032 order (violating their own ₹499 free delivery policy). When I tried to cancel, an agent sent a formal email promising a refund after delivery. Now that the item is delivered, they are refusing the refund, calling it a "wrong promise."
The Full Story:
The Policy Violation: On April 19, I placed orders totaling ₹2032. Amazon's policy clearly states free delivery for orders above ₹499. Despite this, I was charged ₹236 for shipping.
My Warning: I told the agent very clearly: "I don't want to order if I'm being charged for delivery. I'd rather spend ₹399 on the Prime Shopping membership than pay ₹236 for a single delivery." 3. The Written Promise: To stop me from cancelling, the agent sent me a formal email stating: "As per confirmation from our backend team, once it is delivered, we will issue the refund for the shipping charges you paid." (See attached screenshot).
The Betrayal: I relied on this written commitment and paid. Today (April 24), i called to get a swift refund on delivery as products received. But a different agent told me the previous agent made a "wrong promise" and they will not honor it.
This is textbook mis-selling and unfair trade practices. They induced me to spend money based on a written assurance they had no intention of keeping.
I have already filed a complaint on the National Consumer forum.
Has anyone else dealt with Amazon backing out of written email promises? How did you get them to escalate this?